Service Analytics and Process Mining

This course will equip learners with the following competencies:

• Understand how business analytics methods can be applied to improve service delivery
• Apply data mining techniques to enhance service processes
• Learn to use a process mining tool to automate process discovery and seek service process improvement and optimisation
• Through the course, learners from various industries that employ IT-based service delivery and support systems will know how to utilise service process data to re-engineer business processes

What You'll Learn

The use of IT-based systems to capture transactions and all forms of interactions with the customers is prevalent in organisations. However, many organisations are not extracting insights from the service process data. This hinders organisations to better understand the customer experience journey and discover problems/opportunities that lie within the service processes. This course examines the weaknesses of current approaches to monitoring and managing service delivery, and introduces the domain of service analytics. It teaches the use of a process mining software to automate process discovery and to understand process maps derived from service event data. Applications of service analytics and process mining to improve service quality in various industries will be discussed.

Minimum Entry Requirement

At least a polytechnic diploma